Customer loyalty program for plumbers
You know, the ones who ask you dumb questions.
You know, the ones who ask you dumb questions.
you're not in the business of getting more customers.
"What do you mean Paul, of course I need more customers!
How am I going to pay my bills and beat my competition without more customers?"
I hear you. Please bare with me as I draw on two illustrations to make this clear.
You may remember the 'Debt Recovery Tool Kit' (yes, you can click on the link or the image to go there) I released a few months ago with the video of the solicitor Brett Crowley who chases overdue accounts for you - for FREE.
Many of you have hit the reply button to my email, asking for Brett's phone number.
I'm thrilled to report that EVERYBODY who has used Brett's service has got paid the $thousands that was owed to them.
Why did I go to all the trouble to publish the info about Brett?
Was it to make money out of you? NO.
I've been told by other bloggers I should have made it a $58 product and sold it!
Here are 4 guaranteed ways to drive away, a new commercial client.
"Why would I want to wreck a perfectly good commercial client?" I hear you say.
"They bring in the regular work for me. I'd never do anything to upset them."
I'd hate to think you'd 'put your head in the sand' and ignore some wise advice.
I recently interviewed a facilities manager at one of Sydney's largest retirement villages.
He said there were the four problems he has, with tradies and small business service providers:
I really was gob smacked at Clark Rubber this week!
You would think that Clark Rubber would avoid these simple mistakes when trying to keep customers.
But before I get into this report . . . If you like what you read, if it makes you smile and you want more, just fill in the form below and I'll send you a valuable report called
"17 ways advertising companies can rip you off!"
(psst! you can unsubscribe at any time)
I'm always watching the way firms treat their customers and what they do to KEEP them.
Last week I visited a Clark Rubber store for the first time. (For those of you outside Australia here's the link. They are a national brand)
I think I have thick skin, but I was shocked by the way I was treated. I couldn't understand why they didn't understand the basic principles of:
Let me dump on you.
Customer service is a process of systems and personal interaction that makes the customer feel that their needs have been met.
If it was just a definition you were after, then this definition has probably left you feeling a bit dry.
Because that's what 'definitions' do. They are clinical statements; the bare bones of the matter.
Because many folk have never experienced good customer service.
How do I know?
Let me tell you a true story.
Genuine business partnerships are built on genuine relationships and genuine relationships are built on a deep understanding of a client’s business problems.
"Whoa there Paul!" I hear you say.
"I have enough problems of my own to worry about. Why would I want to take on my clients problems too?"
I understand where you are coming from. We all have our own load to bear.
Why would you go seeking more?
You'll probably not believe this, but you'll make more money from each client and have less client 'churn'.
“We are losing our battle with all that is personal and real about our business. Every day I can look at a list of phone calls only partially returned. Driving home, I think of what was not accomplished, instead of what was accomplished. The gnawing feeling continues.”
This is part of Jerry Maguire’s mission statement from the 1996 movie of the same name starring Tom Cruise. Maguire got on a roll in his Miami hotel when looking at writing a one page mission statement which ended up being 25 pages.
The basic message was that to be successful in business, particularly the service industry, the focus should not be on the number of clients you can attract, but on the strength of relationships and quality of service. In Maguire’s case it was looking after fewer star athletes to better service the athletes he had.
Perhaps you won't need to get as many new customers after reading this report.
Do you immunise every new client of yours?
"What do you mean, Paul? I don't get 'sick' clients." I hear you say.
"I don't have any diseases breaking out among my clients."
May I ask you a question?
Are your clients are so happy, they would never be drawn away by a
Are you sending new clients, to your competition?
I know . . . it seems obvious.
You'd be surprised at how many small businesses get so busy, and lose this piece of the puzzle.
Better do that personally, if you're the one, with the answers for the public.
* Ever tried to get a tradesman to come to fix something?
How many calls did you have to make, before someone answered their phone?